酒店電話接聽標(biāo)準(zhǔn)Telephone-Courtesy

1、整理課件 電話接聽標(biāo)準(zhǔn)電話接聽標(biāo)準(zhǔn)Telephone Courtesy整理課件 電話禮儀電話禮儀 Telephone Courtesy What should we do when the phone is ringing?整理課件目標(biāo)目標(biāo)Objective當(dāng)結(jié)束本次培訓(xùn)時：您能列舉關(guān)于當(dāng)結(jié)束本次培訓(xùn)時：您能列舉關(guān)于“電話禮儀電話禮儀”的基本要求的基本要求By the end of this training, you will be enable to list down key message regarding Telephone Courtesy.示范如何用正確的程序接聽電話示范如何用

2、正確的程序接聽電話 Demonstrate how to answer the phone using the correct procedure整理課件目標(biāo)目標(biāo)Objective良好的第一映像利于我們與客人建立良好的長久關(guān)系。員工應(yīng)良好的第一映像利于我們與客人建立良好的長久關(guān)系。員工應(yīng)使用飽含微笑的聲音；所有來電，我們都應(yīng)禮貌、小心、關(guān)愛使用飽含微笑的聲音；所有來電，我們都應(yīng)禮貌、小心、關(guān)愛地處理，并及時跟進(jìn)。地處理，并及時跟進(jìn)。 First impressions are often the ones that stay with us longest and influence us m

3、ost. All colleagues are to project a smile in the voice. All telephone requests should be handled with courtesy, care, attention and expeditious follow-ups. 電話禮儀是每一人員工在為客服務(wù)中都應(yīng)遵循的基本原則。電話禮儀是每一人員工在為客服務(wù)中都應(yīng)遵循的基本原則。 Telephone courtesy or manner is an essential part of every employees interaction with gues

4、ts.整理課件部門標(biāo)準(zhǔn)部門標(biāo)準(zhǔn)Department & division標(biāo)準(zhǔn)標(biāo)準(zhǔn)接聽自己的分機(jī)接聽自己的分機(jī)接聽其它分機(jī)接聽其它分機(jī)讓來電者讓來電者等候等候答復(fù)正在等候的來電者答復(fù)正在等候的來電者答復(fù)正在等候的來電者，并提答復(fù)正在等候的來電者，并提供幫助。供幫助。轉(zhuǎn)接電話轉(zhuǎn)接電話電話過濾電話過濾 結(jié)束通話結(jié)束通話 StandardsAnswering you lineAssisting your workmate to answer the linePlacing an incoming call on “HOLD”Returning to the waiting call by th

5、e person who originally answered the callReturning to the waiting call by the individual asked for by the callerTransferring a callScreening of calls Ending a conversation整理課件標(biāo)準(zhǔn)標(biāo)準(zhǔn)Standards所有電話使用清晰而禮貌的聲音在振鈴所有電話使用清晰而禮貌的聲音在振鈴3 3聲內(nèi)接聽。聲內(nèi)接聽。 All calls must be answered within 3 rings, in a clear and courte

6、ous voice. 如果你正與他人交談，請向面談?wù)咧虑?，并暫停談話接聽來電。如果你正與他人交談，請向面談?wù)咧虑?，并暫停談話接聽來電?If your telephone rings and you are with someone, excuse yourself and attend to the call.請?jiān)陔娫捊徽勚兄辽賰纱畏Q呼來電者的姓名請?jiān)陔娫捊徽勚兄辽賰纱畏Q呼來電者的姓名。When conversing with a guest his / her name should be used twice as a minimum.整理課件煙臺萬達(dá)文華酒店電話接聽標(biāo)準(zhǔn)煙臺萬達(dá)文華酒店

7、電話接聽標(biāo)準(zhǔn)Wanda Vista Yantai Telephone Answering Standard 內(nèi)線內(nèi)線Internal 外線外線External例如：例如：e.g. Good morning/Afternoon/ Evening , this is Housekeeping Dept. XXXspeaking, how may I assist you? 您好，先生您好，先生/ /女士，這里是客房部，我是女士，這里是客房部，我是XXXXXX，有什么可以，有什么可以幫您？幫您？ 例如：例如：e.g. Good morning/Afternoon/ Evening , thank y

8、ou for calling Wanda Vista Yantai, XXXX Speaking, how may I assist you? 您好，歡迎致電煙臺萬達(dá)文華酒店，我是您好，歡迎致電煙臺萬達(dá)文華酒店，我是XXXXXXXX，請問有什，請問有什么可以幫您？么可以幫您？整理課件接聽其它的分機(jī)接聽其它的分機(jī)Answering someone elses line所在的部門或辦公室所在的部門或辦公室 Identify the office or department 告知來電者你的姓名告知來電者你的姓名 Give your name 提供幫助或?yàn)閬黼娬吡粞蕴峁椭驗(yàn)閬黼娬吡粞?Offer

9、assistance or take a message 整理課件請來電者請來電者“等候等候”Placing a incoming call on “HOLD” 建議您使用“稍等”，而不是“別掛電話別掛電話” We recommend you to use the word WAIT; do not say HOLD. 獲取來電者的同意，請其稍等：黃先生，請稍等黃先生，請稍等謝謝。謝謝。 Ask permission and acknowledge the guests response: Would you please wait, Mr. Huang Thank you. 整理課件答復(fù)等候

10、的來電者，并提供幫助答復(fù)等候的來電者，并提供幫助Returning to the waiting call by the person who originally answered the call如果知道客人的姓名，請?jiān)趯υ捴蟹Q呼客人。如果知道客人的姓名，請?jiān)趯υ捴蟹Q呼客人。 If guests name is known, use it during the conversation. 感謝來電者的耐心等待感謝來電者的耐心等待 Always thank the caller for waiting. 提供幫助或?yàn)閬黼娬吡粞蕴峁椭驗(yàn)閬黼娬吡粞?Offer assistance to t

11、ake a message: 黃先生，感謝您的耐心等待。黃先生，感謝您的耐心等待。XXXXXXXX不在辦公室，我可以幫您留言嗎？或者不在辦公室，我可以幫您留言嗎？或者 Mr. Huang, thank you for waiting. Ms. Su is not in her office, may I take a message for her? OR黃先生，感謝您的耐心等待。黃先生，感謝您的耐心等待。XXXXXXXX正在接聽電話，您是稍等片刻還是留言給她？正在接聽電話，您是稍等片刻還是留言給她？ Mr. Huang, thank you for waiting. Ms XXX is en

12、gaged in another call. Would you like to wait or may I take a message for her? 整理課件答復(fù)來電等候者答復(fù)來電等候者Returning to the waiting call by the individual asked for by the caller感謝來電者 Always thank the caller 告知來電者你的姓名 Give your name 提供幫助：感謝您的來電。我是蘇珊，有什么可以幫您的？ Offer assistance: Thank you for waiting, this is S

13、usan, may I assistant you? 整理課件留留 言言Leave Message 內(nèi)容完整內(nèi)容完整 Write down the message 確定內(nèi)容確定內(nèi)容 Repeat the message to confirm 轉(zhuǎn)交留言轉(zhuǎn)交留言 Deliver the message整理課件轉(zhuǎn)接電話轉(zhuǎn)接電話Transferring a call告知來電者，你將轉(zhuǎn)接他（她）的電話。告知來電者，你將轉(zhuǎn)接他（她）的電話。 Tell the caller you are transferring his / her call. 告知接聽方有來電即將轉(zhuǎn)入。告知接聽方有來電即將轉(zhuǎn)入。 Ann

14、ounce to receiving party the incoming call 保留通話，直到雙方電話被接通。保留通話，直到雙方電話被接通。 Stay on the line until the connection has been made:范例：范例：黃先生，請稍等。我為您轉(zhuǎn)接到蘇小姐的分機(jī)。黃先生，請稍等。我為您轉(zhuǎn)接到蘇小姐的分機(jī)。蘇小姐，黃先生希望與您通話。蘇小姐，黃先生希望與您通話。黃先生，蘇小姐的電話已經(jīng)接通。黃先生，蘇小姐的電話已經(jīng)接通。Example:Mr. Huang, I am transferring your call to Ms. Su, one moment

15、 please. Ms. Su, I am connecting a call from Mr. Huang to your line. Mr. Huang, I have Ms Su on the line. Go ahead please.整理課件轉(zhuǎn)接電話轉(zhuǎn)接電話Transferring a call如果來電者擁有不愉快的消費(fèi)經(jīng)歷，他們一定不愿數(shù)次向如果來電者擁有不愉快的消費(fèi)經(jīng)歷，他們一定不愿數(shù)次向不同人重復(fù)他的經(jīng)歷。不同人重復(fù)他的經(jīng)歷。 因此，請謹(jǐn)慎處理這些來電。因此，請謹(jǐn)慎處理這些來電。 If the caller has had an unpleasant experience th

16、ey do not wish to repeat themselves to numerous people before reaching the person the call was intended for. Sensitivity to such calls is of utmost importance. 整理課件電話過濾電話過濾Screening of calls 除特別原因（例如：總經(jīng)理辦公室），一般來電除特別原因（例如：總經(jīng)理辦公室），一般來電不予過濾不予過濾。 With very few exceptions i.e. the General Managers office

17、 calls might not be screened. “盤問盤問”來電者是不專業(yè)、粗魯?shù)男袨?，可能使我們丟失生意。來電者是不專業(yè)、粗魯?shù)男袨椋赡苁刮覀儊G失生意。 Interrogating a caller is unprofessional, discourteous and could result in the loss of business. 如果必須過濾來電者，請說：方便知道如何稱呼您？如果必須過濾來電者，請說：方便知道如何稱呼您？謝謝，黃謝謝，黃先生，我立即為您轉(zhuǎn)接。先生，我立即為您轉(zhuǎn)接。 Should the situation require the call to

18、be screened: May I announce who is calling? Thank you, Mr. Huang, please wait, I will connect you now. 整理課件結(jié)束通話結(jié)束通話Ending a conversation 感謝來電者感謝來電者 Always thank the caller 盡可能稱呼來電者盡可能稱呼來電者 Use the callers name whenever possible 使用使用“謝謝謝謝”來結(jié)束通話來結(jié)束通話 “感謝來電。感謝來電?！?End every conversation with a Thank yo

19、u. - “Thank you for calling” 整理課件總總 是是Always 總是在電話旁放一支筆總是在電話旁放一支筆Always have a pen near the telephone.總是記下客人的留言總是記下客人的留言Always leave a message if its necessary. 總是在十分鐘內(nèi)給予客人答復(fù)總是在十分鐘內(nèi)給予客人答復(fù) Always give guests a response in 10 minutes . 總是專心地接電話，不要邊接電話邊做別的事情總是專心地接電話，不要邊接電話邊做別的事情 Always give your full attention to the caller, do not try to do two things at once總是等客人掛完電話才掛（掛電話時先按掛斷鍵，然后再放電話）總是等客人掛完電話才掛（掛電話時先按掛斷鍵，然后再放電話） Always hang up after guest 整理課件永遠(yuǎn)不要永遠(yuǎn)不要Never 永遠(yuǎn)不要允許電話鈴聲響三遍以上永遠(yuǎn)不要允許電話鈴聲響三遍以上 Never allow the phone to ring more than 3 time